Customer Service Manager

Jose Cartagena

**** ******* ******* **

Tampa Fl 33615

Phone: 813-***-****

OBJECTIVE

I am seeking a challenging and rewarding position where I can provide

exceptional performance in a business institution.

EXPERIENCE More than 14 years I.T experience in a wide variety of

environments. Including Customer Service, Training,

Accounting, Documentation, Banking, Management and Sales.

Experiences include: Technical Support

Specialist/Manager, Providing support for win 2000, NT,

Win98, Windows XP, Novell on (Desktop and Laptop) and NT

Administrator for over 200 users. Supported, Routers,

Hubs and Patch Panels. Production Support Analyst, Call

Center Agent, Senior Helpdesk Analyst.

WORK HISTORY

Jan 1st,05 to Pesent Axa-Advisors/Axa Equitable

Regional Technology Manager

V Coordinated and implemented process and

procedures for training.

V Developed and maintained a positive relationship

with vendors, associates and senior management.

V Setup and maintained security badge for all new

and terminated personnel.

V Programmed changes and moves on Merlin legend

telephone systems.

V Coordinated hardware rollouts throughout the

region with a specific goal target and

effectiveness.

V Effectively made decisions every day that

impacted the company in a positive way while

saving money.

V Maintained the servers in the corporate office

V Trained new associates individually and in a

class room setting as needed.

V Traveled to all detached locations in a

consistent basis to maintain a strong

relationship with all staff and management.

V Performed Phone support and call logging as

needed

V Performed hardware and software updates not

limited to repairing any hardware problems.

V Responsibilities included for me to be the main

point for all of technology throughout

the central Florida division.

Nov '05 - Dec' 05 Hillsborough Community College

V Successfully completed certification for

licensing for Accredited Claims Adjuster.

Jan '05 - Sept' 05 Raymond James Financial

Contractor

V Performed all functions related to customer

service. Including phone support, call tracking

and escalation.

V Ordered and kept inventory of new computer rolled

out to Branches for a period of time.

V Managed and maintained all computer rollout

documents.

V Other responsibilities include monitoring and

updating VPN spreadsheets as I called the

branches to assist with a technical survey.

V Maintained personal goals and departmental goals.

V Create and modify reports for Upper management.

V Assist with any other special projects per

Managers request.

Aug '04 - December' 04 Ceridian

Technical support Specialist/Contrator

V Responsibilities included setup, Image and

Configure workstations per department.

V Troubleshoot hardware and software compatibility

issues.

V Maintained and managed all hardware and software

inventory including and not limited to licensing.

V Other responsibilities included Virus

Eradication.

June 2003 - February '04 CitiGroup / Citibank

Customer Service Representative

V Responsibilities include supporting 2000 users

cross country with all aspects of account

payables.

V Troubleshoot and resolve internet connectivity

issues between remote customer locations and the

corporate environment.

V Cross train customer service representatives to

consolidate all help-desk functions.

V Resolve escalated issues from customer service

representatives.

V Special projects as needed per management.

September '99 - August '02 Camden property Trust

South Eastern Technical

Support Specialist / Manager

V Responsibilities included supporting over 240

computers in the following locations (Tampa,

Orlando, North Carolina and Kentucky) including

detailed documentation for all upgrades and

maintenance procedures.

V Supported the corporate Lan, Wan. Including

Routers, Patch Panels and server backups.

V Responsible for all hardware and software

upgrades to all local and remote locations

including laptops

V Performed helpdesk phone support as needed.

V Responsible for all weekly reports concerning the

Southeastern region to senior management.

V Other responsibilities included coordinating and

training all users in 35 locations across eastern

region in hardware software and troubleshooting.

V Helped implement a mentoring program throughout

the Southeastern region.

V Actively participated with the Education

department and Evaluated what new additions to

the Education department curriculum should be

added as I Traveled to all locations.

V Initiated open communications and quarterly

meeting between all department heads to discuss

concerns, problems, and solutions.

September '97- September '99 Second Century Communications

Sr. Help Desk Analyst / Supervisor

V Perform Security Administration functions, such

as password resets add/delete user accounts and

validation of security policies and procedures.

V Assist end users bye troubleshooting hardware and

software issues not limiting troubleshooting the

operating system itself.

V Planned and coordinated the creation of the

technical helpdesk.

V Perform Security Administration functions, such

as password resets, add/delete user accounts and

validation of security policies and procedures.

V Troubleshoot and resolve configuration issues

with MS Operating Systems.

V Diagnose and replace hardware components for PC

based equipment, including user problems relating

to connectivity from the desktop to host to the

patch panel, hub, router, and server)

Education: Park West High School, Borough OF Manhattan Community College,

Hillsborough Community College.

References will be furnished upon request

Contact this candidate